Wondering if a way to exclude tickets based on something (issue type / status) from agent ticket count?
Part of our work flow for de-provisioning staff/students is return of district device. If device isn’t returned it is marked in a lost/missing state while agent works with respective team (HR/School Office staff). Due to nature of ticket it could sit in agent queue for up to 3-4 wks. As result some agents appear to have a large ticket load when they really don’t/
Best answer by Hannah BaileyView original